Key Responsibilities

Technical Expertise & Escalation Leadership

• Own critical customer case escalations end-to-end, including deep root cause analysis and mitigation strategies.
• Act as the highest technical escalation point for Infinia support incidents — especially in production-impacting scenarios.
• Lead war rooms, live incident bridges, and cross-functional response efforts with Engineering, QA, and Field teams.
• Utilize AI-powered debugging, log analysis, and system pattern recognition tools to accelerate resolution.

Product Knowledge & Value Creation

• Become a subject-matter expert on Infinia internals: metadata handling, storage fabric interfaces, performance tuning, AI integration, etc.
• Reproduce complex customer issues and propose product improvements or workarounds.
• Author and maintain detailed runbooks, performance tuning guides, and RCA documentation.
• Feed real-world support insights back into the development cycle to improve reliability and diagnostics.

Customer Engagement & Business Enablement

• Partner with Field CTOs, Solutions Architects, and Sales Engineers to ensure customer success.
• Translate technical issues into executive-ready summaries and business impact statements.
• Participate in post-mortems and executive briefings for strategic accounts.
• Drive adoption of observability, automation, and self-healing support mechanisms using AI/ML tools.

Required Qualifications

• 10+ years in enterprise storage, distributed systems, or cloud infrastructure support/engineering.
• Deep understanding of file systems (POSIX, NFS, S3), storage performance, and Linux kernel internals.
• Proven debugging skills at system/protocol/app levels (e.g., strace, tcpdump, perf).
• Hands-on experience with AI/ML data pipelines, container orchestration (Kubernetes), and GPU-based architectures.
• Exposure to RDMA, NVMe-oF, or high-performance networking stacks.
• Exceptional communication and executive reporting skills.
• Experience using AI tools (e.g., log pattern analysis, LLM-based summarization, automated RCA tooling) to accelerate diagnostics and reduce MTTR.

Preferred Qualifications

• Experience with DDN, VAST, Weka, or similar scale-out file systems.
• Strong scripting/coding ability in Python, Bash, or Go.
• Familiarity with observability platforms: Prometheus, Grafana, ELK, OpenTelemetry.
• Knowledge of replication, consistency models, and data integrity mechanisms.
• Exposure to Sovereign AI, LLM model training environments, or autonomous system data architectures.

Success Metrics – First 30 Days

• Technical Ramp-Up
• • Complete Infinia training, labs, and architecture deep dives.
  • Stand up a fully functioning Infinia test system.
  • Shadow at least 5 complex escalations and participate in 2 customer calls.
• Operational Integration
• • Lead one live incident response and deliver a full RCA within 48 hours.
  • Propose 3+ enhancements to internal tools, AI/automation usage, or documentation.
  • Establish key partnerships with Engineering and Field teams.
• Strategic Insight
• • Deliver a written 30-day reflection with gaps and high-impact recommendations.
  • Begin identifying patterns where AI or automation can reduce MTTR or improve proactive detection.

Success Metrics – Beyond 30 Days

• MTTR on high-severity cases consistently below internal SLAs.
• Volume and quality of resolved L4 escalations.
• Strategic tooling or automation contributions adopted across the support org.
• Executive-ready RCAs that inform product improvement.
• High-impact engagements with strategic accounts (prevention, performance tuning, etc.)